topic Re: Shocking service in Broadband

Shocking service

Joanne52 — Fri, 26 Jul 2024 10:02:34 GMT

I had TalkTalk broadband installed at the start of April, since the very beginning the wifi would always go off between midnight and 1am on a Sunday. I thought weird but whatever. The connection got progressively worse so I reported it 3 weeks ago. At this point it was basically unusable.

an engineer was sent out, he couldn’t fix the issue so an underground engineer had to come out the following day. I’m unaware if that engineer ever showed up.

This week I’ve spent four days in a row trying to get this sorted. I was passed from pillar to post, no one was of any help. An engineer was supposed to have been here this morning, and on my account the fault is registered as fixed. Has the WiFi come back on? Of course not!!!!

the communication is terrible, I’ve never been treated this badly as a customer before, and quite frankly I want out of my contract so I can choose a new provider. It’s a joke.

Re: Shocking service

Chris-TalkTalk — Fri, 26 Jul 2024 10:09:09 GMT

Hi Joanne52,

I'm sorry to hear that you're unhappy with the service that you've received. Can you please update your community profile to include your:

Name
Telephone number
Alternative contact number

We'll then look into this further. Please do not post this information on this thread. Once you've updated your profile please post in your topic to confirm it's updated.

Thanks

Chris

Re: Shocking service

Joanne52 — Fri, 26 Jul 2024 11:23:10 GMT

I have updated those details.

Re: Shocking service

Karl-TalkTalk — Fri, 26 Jul 2024 12:14:27 GMT

Sorry for the poor service you have received.

The fault is still with Openreach, an engineer has been looking at this, and there is an existing network event on the copper line side of the network - that's Openreach language to say there is an outage affecting multiple customers in the area and it is currently being investigated.

Thanks

Karl.

Re: Shocking service

Joanne52 — Fri, 26 Jul 2024 12:18:38 GMT

This comes back down to terrible communication. I have spoken with multiple TalkTalk staff this week and no one mentioned any sort of fault that was affecting other customers. I’ve been told something different from every person I’ve spoken too.

Re: Shocking service

Karl-TalkTalk — Fri, 26 Jul 2024 12:22:34 GMT

The information I have given is taken directly from the Openreach system. We have access to Openreach systems here and can see the engineer reports from each engineer that they dispatch.

Thanks

Karl.